Outcome
A stabilised, resilient contact centre with a tested DR environment and clear documentation.
The problem
The contact centre platform had grown unevenly across brands and locations, with stability issues and no proper disaster recovery.
What I did
- Designed a global Enghouse contact centre solution and ran the major platform upgrade.
- Built the DR environment and the documentation to go with it.
- Managed the IVR environment and resolved VoIP issues across sites.
- Rolled out Skype for Business and supported office relocations.
- Built large-scale data visualisation to give the business visibility of contact centre performance.
Result
A contact centre the business could rely on, with a recovery plan that had actually been tested.